Our ombudsmen make final decisions in cases where we can’t resolve a consumer’s complaint about a business more informally. If someone who has made a complaint accepts an ombudsman’s final decision, the business involved has to do what the decision says. Find out more about how we make decisions.

Appointments to the panel of ombudsmen are made under paragraphs 4 and 5 of schedule 17 of the Financial Services and Markets Act 2000. Our chairman and board of directors are responsible for appointing our ombudsmen. Find out more about how our service is governed.

Last updated: 11th June 2019
 

Chief Ombudsman

Caroline Wayman

Chief ombudsman & chief executive

Appointed July 2014

Career history

  • Principal ombudsman, Financial Ombudsman Service
  • Adjudicator, Insurance Ombudsman Bureau
  • Non-practising barrister

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Principal Ombudsmen

Richard Thompson

Principal ombudsman and quality director

Appointed November 2014

Career history

  • Ombudsman, Financial Ombudsman Service
  • Head of Consumer Enforcement, Ofcom
  • Competition Policy Manager, Oftel

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Garry Wilkinson

Principal ombudsman and director of investigation

Appointed November 2014

Career history

  • Director of PPI Operations, Financial Ombudsman Service
  • Head of Casework Operations, Financial Ombudsman Service
  • Compliance Manager for a firm of independent financial advisers

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Lead and Managing Ombudsmen

Tim Archer

Lead ombudsman and director of casework

Appointed April 2017

Career history

  • Director of casework, Financial Ombudsman Service
  • Assistant director of PPI, Financial Ombudsman Service
  • Head of casework operations, Financial Ombudsman Service
  • Head of Cash Performance UK operations, Barclays

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Yvette Bannister

Lead ombudsman and general counsel

Appointed March 2012

Career history

  • Deputy General Counsel, Financial Ombudsman Service
  • Assistant Director, the Office of the Investment Ombudsman
  • Solicitor, Private Practice

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Nathan Horner

Lead ombudsman and director of mass claims casework

Appointed September 2015

Career history

  • Assistant Director, Financial Ombudsman Service
  • Head of Casework Teams, Financial Ombudsman Service
  • Investment Supervision Analyst, Personal Investment Authority

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Pat Hurley

Lead ombudsman and director of investigations casework

Appointed September 2015

Career history

  • Director of Casework, Financial Ombudsman Service
  • Head of Casework Teams, Financial Ombudsman Service
  • Manager, Paralegal Firm

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Lesley Maslen

Lead ombudsman and director of casework

Appointed July 2017

Career history

  • Director of Customer Experience, Catalyst Housing
  • Head of Customer Service, Which?
  • Account manager, Lloyds Bank

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David Millington

Lead ombudsman

Appointed June 2011

Career history

  • Ombudsman, Financial Ombudsman Service
  • Adjudicator, Office of the Banking Ombudsman
  • Head of Customer Relations, Midland Bank (now HSBC)

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Clare Mortimer

Managing ombudsman

Appointed April 2014

Career history

  • Ombudsman, Financial Ombudsman Service
  • Casework Manager, Financial Ombudsman Service
  • Deputy Complaints Manager, Office of the Banking Ombudsman

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Charlie Sweeney

Lead Ombudsman and director of mass claims casework

Appointed September 2015

Career history

  • Ombudsman, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service
  • Compliance Auditor at an independent Financial Advisory Firm

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Richard West

Lead ombudsman (decisions, rules and jurisdiction)

Appointed June 2011

Career history

  • Ombudsman, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service
  • Solicitor, Private Practice

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Paul Whiteing

Lead ombudsman and director of investigations casework

Appointed September 2015

Career history

  • Chief Executive and Board Member, PhonepayPlus
  • Director of Policy & Innovation, PhonepayPlus
  • Deputy Director of Policy & External Affairs, PhonepayPlus

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Our ombudsmen in alphabetical order

Abdul Hafez

Ombudsman

Appointed April 2015

Career history

  • Lawyer, Serious Fraud Office
  • Lawyer, Treasury Solicitor's Department
  • Associate, Herbert Smith Freehills LLP

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Adam Charles

Ombudsman

Appointed October 2018

Career history

  • Executive Adviser, Chief Executive's Office, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service
  • Money Adviser, National Debtline

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Adam Golding

Ombudsman

Appointed January 2017

Career history

  • Team manager, Financial Ombudsman Service
  • Collections Team Manager, Fredrickson International Limited
  • Learning and Development Consultant, Fredrickson International Limited

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Adrian Hudson

Ombudsman

Appointed December 2004

Career history

  • Senior Actuary, Barclays Life Assurance Company Limited
  • Pensions Actuary, Commercial Union Life
  • Assistant Director and Scheme Actuary, Godwins Limited

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Ailsa Wiltshire

Ombudsman

Appointed September 2017

Career history

  • Acting Head of Transformation and Performance, London Borough of Camden
  • Direct Payment Manager, London Borough of Camden
  • Information Manager, London Borough of Camden

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Aimee Stanton

Ombudsman

Appointed July 2016

Career history

  • Lead Adjudicator, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service

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Alan Millward

Ombudsman

Appointed January 2017

Career history

  • Adjudicator, Financial Ombudsman Service
  • Legal assistant , Bates Solicitors

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Alessandro Pulzone

Ombudsman

Appointed September 2015

Career history

  • Complex Investigator, Parliamentary and Health Service Ombudsman
  • Investigator, Parliamentary and Health Service Ombudsman
  • Legal officer, Lewisham Homes

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Alex Brooke-Smith

Ombudsman

Appointed November 2017

Career history

  • Head of Litigation, Stokes Solicitors LLP
  • Legal Counsel, Mercer
  • Solicitor, Fraser Brown

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Alex Newman

Ombudsman

Appointed September 2017

Career history

  • Team Manager, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service
  • Customer Service Adviser, RBS

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Alexander MacDonald

Ombudsman

Appointed May 2012

Career history

  • Team Manager, Financial Ombudsman Service
  • Adjudicator, Financial Ombudsman Service
  • Assistant National Customer Services Manager, Direct Line Insurance

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Alison Cribbs

Ombudsman

Appointed January 2014

Career history

  • Partner, Sacker and Partners LLP
  • Solicitor, Rowe and Maw

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